This improves upon CASE’s recommendation of seven days in the current Standard Dispute Management Framework for E-marketplaces. Shopee is also committing to an average resolution time of two and a half working days for Returns and Refunds requests. In addition, Shopee will further expand seller verification efforts on the platform. Safety Mark for household appliances) in their product listings. Nutri-Grade labels for beverages) and Trust Marks (e.g. Shopee will also ensure merchants include comprehensive and useful descriptions such as regulated labels (e.g. In support of this, Shopee will work closely with merchants to maintain high-quality listings, and strict adherence to its prohibited listings policy. Reinforcing Commitment to Consumer Protection The MOU signifies the joint commitment of CASE and Shopee in protecting consumer rights and focuses on the following areas - Verification and Reliability of Merchants, Information to Consumers, Timeframe, Resolution, Refunds and Exchanges and Facilitating Resolution. The MOU was signed by Mr Melvin Yong, President, CASE and Mr Ian Ho, Vice President, Shopee and witnessed by Ms Low Yen Ling, Minister of State, Ministry of Trade and Industry and Ministry of Culture, Community and Youth. Complementing Shopee’s in-app consumer protection features and policies, the programme will include educational campaigns and activations, which are developed in collaboration with industry partners like CASE and law enforcement agencies.
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